About Returns in Australia
The Australian Consumer Law (ACL) requires businesses to provide consumer guarantees for most consumer goods and services they sell. The guarantees provide consumers with rights that apply in addition to any returns policy or warranty you may offer on your products. Additional information about consumer guarantees is available here.
When you process returns, you are required to match or exceed the Amazon returns policies available on amazon.com.au.
A summary of important requirements from our return policies is available below. However, you should always check the Amazon return policies for more detailed guidance and comply with those policies.
Your return policy
While you can offer your own returns policy in your Seller Profile Page, this doesn’t limit the customer’s rights under the Australian Consumer Law or your obligations to comply with the Amazon returns policies available on amazon.com.au.
For most items shipped and sold by Amazon, the returns window under the Amazon returns policies is 30 days after delivery. As a seller, you can either match the 30 day returns window or provide a longer returns window that is more suitable to you and your customers. Without limiting customers’ rights under Australian Consumer Law, you are not required to accept change of mind returns on items outside the return window.
Change of mind returns policy
Under the Amazon returns policies, the following conditions apply to change of mind returns:
These conditions apply only to change of mind returns and do not apply to items that are returned because they are faulty. Consumers can still exercise their consumer guarantees rights under the Australian Consumer Law outside the return window in certain circumstances. Factors such as age, price, the item’s condition and the disclosures made about the item may be relevant to the customers’ return and refund rights under the Australian Consumer Law.
Returning Faulty Items
The returns policies do not limit other rights and remedies that customers may have under law such as the Australian Consumer Law in respect of faulty items.
Faulty items do not have to be returned in their original packaging, but must be packaged appropriately to avoid damage during the return shipping process.
You are not required to accept any returned item that, as a result of customer negligence, misuse or tampering is, damaged, missing parts or in unsellable condition.
Expected Timeframe for Managing Returns
You must provide a full refund for items eligible for return and the timeframe for process of a return should be prompt (For example, 1-5 business days from receipt).
Your returns policy should address who is responsible for shipping costs. Original shipping fees are not refunded under the Amazon returns policies for change of mind returns. However, if the reason for the return is due to your error or product defect, you should refund the original shipping cost to the customer and, as applicable, either not deduct return shipping costs from the customer refund or refund any return shipping cost charged.
To allow for the return of an item, you must either provide a return address in Australia or pay for return shipping costs to outside Australia. To pay for return shipping costs to outside Australia, you can send the customer a prepaid return shipping label or reimburse the shipping costs.
Reimbursement for returns without prepaid return shipping labels must be made as soon as the buyer provides a return shipping receipt.
Under the Amazon returns policy for items shipped and sold by Amazon, Amazon does not accept returns of the following items, and you may also elect not to accept return of these items (except as required under the Australian Consumer Law):
Additional information on the requirements of the Amazon returns policies for certain product types is provided below.However, nothing in the Amazon return policies limit consumers’ rights under Australian Consumer Law. For example, under the Australian Consumer Law, a customer may be entitled to receive a remedy for a defective item even if the item, due to its nature, cannot be physically returned.
Buyers can return books, music, videos, and DVDs (BMVD) in their original condition if they are postmarked within 30 days of the delivery of the original shipment.
If the product has been opened, you can refuse to accept the return unless it is defective.
Buyers can return electronics if the products are postmarked within 30 days of the delivery of the original shipment.
As with the Amazon returns policies, customers cannot return hazardous items that are gas-powered or contain flammable liquids (due to shipping restrictions, etc). The customer may still have rights under the consumer guarantees. Under the consumer guarantees, a customer may be entitled to receive a remedy for a defective item even if the item due to its nature cannot be physically returned.